Customer Service Module Sample Clauses

Customer Service Module. The customer service module shall allow BCT personnel to access Customer account history, balance, usage, current status, and service history. The customer service module shall provide service functions for refunds, credits, transfers and voids. BCT personnel shall be able to use this module for quick resolution of customer inquiries related to mobile ticket transactions.

Customer Service Module. 2.2.1. XxxxXxxxx and GCWW each will have access to create new notes and add to existing notes. XxxxXxxxx and GCWW will not have the ability to delete notes. 2.2.1.1 AlexRenew will use the Note Types that are currently listed in Customer Suite. 2.2.1.2 AlexRenew will use the note expiration dates that are currently listed in Customer Suite with the exception of payment notes. Since AlexRenew does not want payment Note Types to expire; GCWW will assign an expiration period of 999 months for note types of Payment and Payment Reversal. 2.2.2. For Customer service issues, GCWW Contact Center Representatives will attempt to handle these issues on the phone with the Customer. If the Customer is not satisfied, the representative will escalate the issue to a Contact Center Supervisor. If the Customer is still not satisfied, the Contact Center Supervisor will escalate the issue to a Contact Center Manager. If the Customer is still not satisfied, the Contact Center Manager will escalate the Customer to AlexRenew. Upon proper escalation, AlexRenew will have the right to determine the final resolution of any Customer service issue. 2.2.3. AlexRenew will use the existing Alerts and At A Glance items within the CSR Module of Customer Suite. Items not used and new items identified by AlexRenew will be addressed as they occur. 2.2.4. GCWW will set the System Level rules to allow up to two returned checks and/or ACH payments for a Customer within a one year period. Once a Customer has two checks and/or ACH payments returned for insufficient or unavailable funds, GCWW will not permit such Customer to pay by check or ACH. Twelve months following the billing cycle in which such Customer’s last returned check or ACH payment occurred, if such Customer’s Account is identified to be in good standing in the Customer Suite report, GCWW will remove the payment restriction manually so that such Customer may once again pay by check or ACH payment. During the 12-month restriction period, GCWW will permit the Customer to pay by credit card, money order, in-person and any other method designated by XxxxXxxxx, and GCWW will maintain the capability to accommodate such methods.